Customer Service Technical Support

MICHAEL J. McMASTER

**** ******** ******, ** ***** 248-***-**** ****.**********@*****.***

Solutions-driven Application / Systems Administrator

Proven track record managing daily client/server issues across various operating systems. Strong ability to research, problem solve and investigate production application and workflow issues. Skilled communicator, highly adept at bridging gaps between diverse teams and personalities. Proficient in documenting policies and procedures.

IT SKILLS OVERVIEW

Unix/Linux/Windows OS and Application Administration

In Person and Remote Technical Support

Application Installation, Configuration & Support

Team Driven Workflow Developer

Training and Mentoring

LDAP / FTP Administration

DNS / Infoblox / SSL Certificate Administration

EMC Unisphere Administration

Middleware Administration

QUALIFICATION SUMMARY

Extensive experience consulting and interacting with a mixture of teams to analyze procedures and identify areas for process improvement or learning solutions that will achieve business goals and application integration.

Broad experience troubleshooting Unix Solaris 8 & 10, Linux GNU, and Windows OS and applications.

Designed, developed and implemented processes and tools for internal production environments.

Coordinated implementation activities for up to 50 users and assisted training sessions remotely as well as in classroom environments.

Supported the strategic planning, development, communication and improvement of editorial/engineering system programs.

Demonstrated proficiency in independently researching problems and finding solutions.

Knowledge of authoring (HTML, XML) and engineering tools (CAD, CAM, CAE) and software’s.

Ability to make an impact in diverse business environments and proven ability to adapt to new and challenging business roles.

Ability to create simple databases, websites, blogs and social media accounts.

PROFESSIONAL EXPERIENCE

Tech & Apps Mgmt Spec. I, 02/2016 - Present

ADP – Ann Arbor, MI

.

2016 – Present:

Ensure that root causes of IT problems are identified and resolved by managing outage calls and driving postmortem reviews and reports to conclusion.

Provide project management to implement corrective measures to avoid future outages.

Utilizing platform and product expertise to source problem ownership then prioritize and review proposals.

Respond to system error and monitoring alerts to proactively avoid system outages. Troubleshoot Unix and Windows server issues during and after outages. Remediation often involves troubleshooting filesystem issues, middleware problems, space and permission problems and application bugs in addition to examining log files and analyzing shell scripts.

Technical Support Engineer, 09/1999 – 02/2016

Cengage Learning – Farmington Hills, MI

2005 – 2016:

Support editorial Unix and Windows applications.

Provide daily system administration support for all UNIX related user/group account matters with a user base of over 700.

Provide backup support for DBA and DNS administrators requiring knowledge of Marklogic, IBCLI, and Infoblox. Administer SSL certificates through DigiCert.

Analyzing and troubleshooting shell scripts.

Administer Automate server tasks as they relate to Editorial processes.

Responsible for all vendor/contractor FTP servers to facilitate global file sharing utilizing ProFTPD.

1999 – 2005: Create and lead Production Support Team which was responsible for XML publishing application support for Editorial staff. Applications included commercial applications as well as those developed internally as they relate to authoring and publishing. Responsibilities included all installations, support and maintenance of these multidisciplinary Editorial Applications on various PC and Unix (Sun OS 8 and 10, Linux 2.6.9 GNU) operation systems. Documented all support processes and procedures, logged and tracked bugs (Remedy/Resolve Incident Resolution Software) and product enhancements through engineering, logged and tracked bugs with vendors and managed all roll-outs.

Site Administrator, 05/1993- 09/1999

Decision Consultants - Southfield, MI

Responsible for desktop support and application administration support for PC and UNIX systems. Managed print servers and software delivery servers for the Ford Livonia Transmission front offices. Managed a team of Field Service Consultants assigned to Ford and provided all aspects of CAE systems support and desktop technical support. Managed all aspects of desktop support for several hundred users on site and at remote locations.

Customer Support Engineer, 11/1990 - 05/1993

Datagraphics / Cimage Corporation – Ann Arbor, MI

Responsible for receipt of all computer components and accessories, assembly, shipping, installing, and training customers on all aspects of hardware and software. Support customers and assist them with the systems after the sale. Identify, track and monitor system bugs for resolution by engineering. Distributed system updates and fixes to clients. Supported installations onsite and remotely at GM, Ford, Chrysler, Los Alamos National Laboratory, Sandia National Laboratories, Bell and Howell, Central Arizona Water Conservation District, PG&E, EDS, UNOCAL, Martin Marietta, Allied–Signal Aerospace.

EDUCATION

Henry Ford Community College

Computer and Information Systems

1992 – 1993

TRAINING AND CERTIFICATES

Exceptional Customer Service, Career Track, 1991

Fundamentals of Solaris, SUN Microsystems, 1993

Installing and Supporting OS/2 2.1, IBM, 1994

Supporting Microsoft Windows 95, Microsoft, 1995

Unix Essentials, DCI, 1995

Advanced Unix Shell Programing, DCI, 1995

System Administration, Silicon Graphics, 1997

Unix System Administration, DCI, 1997

Administering Windows NT 4.0, Microsoft, 1998

Understanding SGML & XML, Arbortext, 1999

Understanding SGML, XML,and the ADEPT Series, Arbortext, 1999

Project Management, Fred Prior, 1999

Xyvision Production Publisher, SDL, 2000

Leadership 2000, Zenger Miller, 2002

Diversity Training, Vital Smarts, 2007

Influence and collaborating for Results, Forum, 2008

Crucial Confrontations, Vital Smarts, 2009

Infoblox DNS Administration, Infoblox, 2013

HONORS, ACTIVITIES AND INTERESTS

Achievement Award, outstanding performance and dedication to customer service, 1997

Ensemble Award, Team award (3) for creating “positive and strong relationships” between departments, 2000

BLASTnb Fundraiser, Founder/Coordinator; raised over $42,000. Proceeds to Rainbow Connection, Camp Casey, UofM Mott

Adoptive/Foster Parent Support Group, member

Private Pilot, VFR rating; 2003 – Present

Ford Eagles Flying Club, board member

Rental property management

8711 Elmhurst Canton, MI 48187 248-***-**** ****.**********@*****.***

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